Strata Sports Return and Refund Policy
We want to ensure your school, club, or facility is completely satisfied with your sports equipment. If you need to request a return or exchange, please contact our team via email within 30 days of receiving your delivery to initiate the process.
Change of Mind Returns & Fees
Acceptance of change-of-mind returns depends on the product type, purchase date, and usage. Please note that certain items attract a 15% restocking fee charged by our commercial suppliers. For apparel and garments, select suppliers enforce a strict returns deadline and charge a $15 + GST fee if items are not returned folded correctly inside their original packaging with tags attached. Custom customer embroidery or printing is non-refundable. All return freight costs for change-of-mind items are the responsibility of the customer.
Damaged or Defective Items
We stand behind our products in alignment with the New Zealand Consumer Guarantees Act, offering a 12-month warranty against damage from fair wear and tear. Important Shipping Rule: Inspect parcels upon delivery, note any damage on the consignment note, and report issues to the carrier and us immediately. For Steeden or Gilbert items, we must be notified of transit damage within a maximum of 4 days. For approved defective or incorrectly supplied items, Strata Sports will arrange collection and replacement at our expense – please notify us within 5 working days. Approved refunds are processed back to your bank account or credited to your institutional account within 1–3 business days.